Manager, Client Experience

Manager, Client Experience Aprio is a fast‑growing, progressive firm looking for a Manager, Client Experience to join our dynamic Client Experience practice. This high‑impact individual contributor role supports the Voice of Client program, leads cross‑functional initiatives alongside Go‑to‑Market and Growth teams, and collaborates closely with client‑facing leaders. It offers a path to a future leadership position. Responsibilities Drive day‑to‑day execution of Aprio’s client experience strategy, translating firm‑wide priorities into actionable programs and measurable outcomes. Manage selected CX initiatives from scoping through delivery, ensuring timelines, stakeholder alignment and quality standards are met. Identify friction points across the client journey, propose data‑backed improvements and lead, execute, or influence their delivery. Support design and management of client feedback mechanisms, including surveys, listening sessions and structured touchpoints. Analyze VoC data to surface trends, risks and opportunities; translate findings into clear recommendations for leadership and practice teams. Create, maintain and evolve client journey maps to reflect real‑time insights and changing service delivery models. Serve as a central coordinator for client issue escalations—triaging concerns, mobilizing the right internal resources and ensuring timely, consistent resolution. Own client‑facing communications during service recovery situations, ensuring responses are empathetic, clear and aligned with firm standards. Develop and maintain issue‑management playbooks that equip client‑facing teams to handle common scenarios efficiently and confidently. Identify patterns in recurring issues and lead process‑improvement efforts—including workflow automation—to reduce friction and resolution time. Partner with operational and technology teams to build scalable, repeatable systems that raise the bar for how Aprio responds when clients need us most. Partner closely with Go‑to‑Market and Growth/Marketing teams to align CX initiatives with business development, client communications and brand positioning. Serve as a day‑to‑day liaison to client‑facing teams—including Partners, Industry Leaders and Growth Leaders—and operational teams to embed CX thinking into every client interaction. Coordinate across practice groups to ensure consistent, high‑quality client experiences throughout the engagement lifecycle. Champion a client‑first mindset by supporting training programs, sharing best practices, and creating internal resources that elevate client interactions across the firm. Contribute to the development of CX playbooks, toolkits and communication frameworks for use across Aprio. Track and report on key CX metrics including NPS, CSAT and retention indicators; build dashboards and visualizations that make insights accessible to stakeholders. Maintain program documentation and contribute to executive‑level reporting on the health of the client experience program. Qualifications Bachelor’s degree in Business, Marketing, Communications or a related field required. Master’s degree or CX‑specific certifications (e.g., CCXP) a plus. 5‑7 years of experience in client experience, customer success, account management or a related field, ideally within professional services or consulting. Demonstrated ability to execute on strategic programs with minimal oversight while managing multiple initiatives simultaneously. Experience contributing to or managing VoC programs, client feedback loops or client journey mapping efforts. Hands‑on experience with client issue management, escalation coordination or service recovery processes. Familiarity with Go‑to‑Market or marketing collaboration, particularly in a B2B or professional services context. Strong analytical and data storytelling skills; able to distill complex client feedback into clear, actionable narratives. Excellent written and verbal communication skills, with the ability to influence and build relationships across all levels of the organization. Highly organized and a track record of delivering on time and on scope. Collaborative by nature, with the presence and credibility to work effectively alongside senior Partners and client‑facing professionals. Process‑oriented thinker who can identify inefficiencies and translate them into scalable solutions, including automation and workflow improvements. Proficient in AI‑powered productivity tools – hands‑on experience with Microsoft Copilot and Claude is required. Able to apply AI tools to real work: drafting and refining communications, synthesizing client feedback, building frameworks and playbooks, automating routine workflows and accelerating analysis. Proficiency in journey mapping tools such as Miro or Lucidchart. Experience with CRM software like HubSpot is required and Power BI (reporting/dashboards) is a strong plus. Comfortable working with survey and feedback platforms (e.g., Qualtrics, Medallia or similar). Benefits We Offer For Full‑time Team Members Medical, Dental and Vision Insurance on the first day of employment. Flexible Spending Account and Dependent Care Account. 401(k) with Profit Sharing. 9+ holidays and discretionary time‑off structure. Parental Leave – coverage for both primary and secondary caregivers. Tuition Assistance Program and CPA support program with cash incentive upon completion. Discretionary incentive compensation based on firm, group and individual performance. Incentive compensation related to origination of new client sales. Top‑rated wellness program. Flexible working environment including remote and hybrid options.

EQUAL OPPORTUNITY EMPLOYER

Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, pregnancy, sexual orientation, gender identity and/or expression, age, disability, genetic information, citizenship status, military service obligations or any other category protected by applicable federal, state or local law. #J-18808-Ljbffr Aprio